Customer service/dispute representative – dropshipping

We are seeking a dedicated and detail-oriented customer service and dispute resolution specialist to join our dropshipping team. In this role, you will be responsible for handling customer service inquiries, managing disputes on PayPal, Klarna, and other platforms, and ensuring customer satisfaction through efficient resolution of issues. The ideal candidate will have excellent communication skills, a proactive approach to problem-solving, and the ability to handle make decision by themself.

Key Responsibilities:

PayPal Dispute Management

Handle disputes on PayPal (including Hong Kong PayPal)
Follow the dispute overview and flow guidelines provided.
Utilize provided spreadsheets and documents to manage and track disputes effectively.
Estimated Time: 1-1.5 hours daily.
Customer Service (Helpscout Tickets)

Manage and respond to Helpscout tickets
Follow the return policy flow, offering appropriate discounts, refunds, and return addresses.
Forward damage/defective item reports to DSA via Discord or CJ via WhatsApp for replacements.
Update Shopify with new tracking numbers provided by DSA or CJ.
Estimated Time: 1-1.5 hours daily, depending on ticket volume.

Communicate with our supplier through Discord and CJ through WhatsApp regarding order shipment, replacements, cancellations, and other concerns.
Follow up on unfulfilled orders via Shopify, ensuring issues with sizing, color alternatives, and address/name verifications are resolved.

Proven experience in customer service and dispute resolution, preferably with PayPal and Klarna.
Strong written and verbal communication skills.
Proficiency in using customer service platforms (e.g., Helpscout) and order management systems (e.g., Shopify).
Ability to multitask and manage time effectively.
Detail-oriented with strong problem-solving skills.
Proactive and able to work independently with minimal supervision.
Able to give feedback on the current flows and how we can optimise them

What We Offer:

Competitive salary and benefits package.
Opportunity to work in a dynamic and supportive team environment.
Career growth and development opportunities.
How to Apply:

Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this role. This needs to be as short as possible We look forward to hearing from you!

To make sure you read the entire job description please put in the subject of your application your years of experience in dropshipping.